Retail

The challenge

Lowe’s manages a large internal IT logistics operation, shipping signature capture devices, payment terminals, and other equipment to hundreds of stores nationwide. Duncan McFadden, who oversees Enterprise Platform Support for ServiceNow, is responsible for keeping those systems running smoothly.

Lowe’s relied on a SOAP-based shipping integration built in 2017. The aging system produced random errors at a rate of 5–10% and lacked the logging infrastructure needed to diagnose them. When delivery statuses went missing or stalled, the team had no way to identify what had failed or why.

As a workaround, employees had to manually receive incoming shipments to ensure asset movements were recorded correctly.

The approach

Through a trusted professional connection, Duncan’s team began working with Digibee to replace the legacy integration with a modern solution.

The migration moved Lowe’s away from SOAP and onto Digibee, providing built-in logging, error visibility, and real-time email alerts without requiring Lowe’s to build and maintain its own enterprise logging infrastructure.

“Just having it within Digibee and being able to see it easily and quickly for whatever request I want to look at does make things a lot easier. We know where the errors are, they're bucketed, and we can just work to fix those issues really quickly.”

The results

With reliable delivery status data flowing through Digibee, Lowe’s was able to fully automate asset receiving again. This eliminated a manual workaround that had consumed the time of three employees and cost an estimated $15,000 to $18,000 per year.

Delivery status errors dropped from 5–10% to roughly 2%, while the team gained clear visibility into failures for the first time.

The benefits extended beyond the integration itself. While the project was underway, Duncan’s team was able to deliver other enhancements simultaneously, rather than spending its time troubleshooting the legacy system.

“The tool is really easy to show someone what's going on. It worked exactly what we wanted, so there was really no reason to look for a different solution.”

Lowe’s is now planning to expand its use of Digibee into broader inventory and asset management, an area with significant financial impact across a retail operation of Lowe’s scale.

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